Tristan Mackenzie

• Welcome and assist guests during the night shift
• Handle check-ins and check-outs efficiently
• Respond to guest inquiries and provide information about hotel services
• Ensure security protocols are followed
• Handle reservations and maintain accurate records
• Assist with any overnight guest requests.

• Induction and training of all new staff to agreed standards
• Oversee e-learning of all reception staff
• Ensure adequate staffing levels, approve annual and other leave, and organise rotas ensuring all functions are covered as required
• Deal with more complex enquiries from patients including informal complaints relating to reception functions
• Continually assess and evaluate systems and quality, recommending changes and improvements to the practice manager as appropriate
• Manage day to day issues that may arise within the team or with individuals
• Regularly evaluate quality of individual and team performance
• Bi-monthly 1-2-1 reviews with all reception staff, Bi-monthly team meetings
• Support the annual appraisal process for reception staff
• Assisting in dealing and running of reception and assisting in day-2-day operations.

• Checking, analysing, preparing, and processing of various invoices, like Sales, Subcontractors and Purchases
• Handling, investigating, and recording of Petty Cash for month end.
• Processing Month End Ledger Journals, given by the management accountant.
• Balancing VAT for various ledgers and balance sheets
• Reconciliation of Statements and Accounts
• Raising and Processing Purchases Orders/Job Journals when requested.
• Assisting with Payroll when required.
• Importing Monthly Employees Expenses
• Chasing Overdue Payments from Debtor
• Processing various forms of payment/BACS/CREDIT CARD/CASH PAYMENT/DIRECT DEBIT
• Setting up accounts for new customers
• Experience in using systems CIS, FLOW, OPERA, GBSYSTEMS
• Creating Various Batches with processed Invoices

• Greet guests as they arrive, check them in, and provide information about hotel amenities and services
• Handle guest inquiries, requests, and complaints in a courteous and efficient manner
• Manage room reservations, check availability, and process bookings accurately
• Coordinate with housekeeping and maintenance staff to ensure rooms are ready for guests
• Maintain a clean and organized front desk area and lobby
• Process guest payments, issue room keys, and provide directions to guests
• Assist with special requests, such as arranging transportation or making restaurant reservations
• Keep accurate records of guest interactions, reservations, and payments
• Handle phone calls and emails professionally and direct inquiries to the appropriate department.

• Serving customers, Using till’s, cashing up and closing store
• Working unsupervised
• Upsell whenever possible to achieve KPI’s and targets for the store
• Stocking shelves: ensuring there is a consistent supply of equipment and products
• Consistently exceed our customers’ expectations
• Accepting deliveries, handling stock
• Assist in training staff members and new hires
• Key Holder

• Maintaining high standards of cleanliness in all public areas
• On the front-line meeting, greeting, and serving customers
• Resolving disputes and customer complaints
• Highlighting special offers and promotions to customers
• Providing product advice, knowledge, and guidance to customers
• Taking cash from customers and processing their credit card payments
• Making coffees, like lattes, flat whites, and cappuccino
• Assist in training staff members and new hires.

• Handle incoming issues in a professional, courteous manner over the phone, via email & chat
• Take ownership of issues/tickets and manage them in a logical and methodical manner
• Correctly log incidents and issues, categorising and prioritizing them in line with team procedures
• Conduct full and through diagnostics with end users to enable first call resolution
• Ensure all issues are progressed & cleared within SLA – escalating to other internal and external teams as appropriate, per protocol
• Manage issues through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress
• Diagnose and resolve problems to the customer’s satisfaction
• Identify and escalate repeat issues or service risks into service management teams
• Manage several scheduled tasks for clients, designed to ensure that the client systems remain operational
• Function as the first point of contact for customers reporting issues and problems relating to their service
• The primary objective of the role is to provide a first-time resolution.

• Greet and assist visitors in a professional and courteous manner.
• Answer and direct phone calls to appropriate personnel. Manage and maintain office supplies and inventory.
• Coordinate and schedule appointments, meetings, and conferences.
• Prepare and distribute correspondence, memos, reports, and other documents.
• Assist with data entry, filing, and record-keeping tasks. Handle incoming and outgoing mail and packages.
• Assist with basic bookkeeping tasks, such as expense tracking and invoice processing.
• Support staff with various administrative tasks as needed.
• Maintain confidentiality of sensitive information and ensure compliance with office policies and procedures.

Mandatory units are:

• Accounting for specialised transactions
• Business taxation
• Financial reporting and analysis
• Graded unit 2: accounting
• Graded unit 3: accounting
• Management accounting for decision-making
• Management accounting for planning and control

Optional units may include:

• Behavioural skills for business
• Corporate information systems
• Economics 1: micro and macro theory and application
• Economics 2: the world economy
• Income tax
• IT in Business: advanced spreadsheets
• Office management
• Statistics for business
• Workplace experience

Mandatory units are:

• Cost accounting
• Graded unit 1: accounting
• Management accounting using IT
• Preparing financial statements
• Recording financial information
• Using financial accounting software

Optional units may include:

• Business accounting
• Business communication
• Business contractual relationships
• Business law: an introduction
• Company law: an introduction
• Creating a culture of customer care
• Economic issues: an introduction
• IT in Business: spreadsheets
• Managing people and organisations
• Marketing: an introduction
• Payroll
• Personal development planning
• Personal enterprise skills
• Project management
• Research skills
• Statistics for business

Subjects: Math’s, English, History, Chemistry, Administration